Support Lead - Database Support

ITIL Foundation certification is optional but valuable for this role. - Certifications in relevant product support technologies are also recommended. At HCLTech, you'll supercharge your potential, find your career, and discover your spark. As a global technology company with a diverse workforce of over 226,300 people across 60 countries, we deliver industry-leading capabilities in digital, engineering, cloud, and AI. Our consolidated revenues total $14.5 billion, and we provide industry solutions across major verticals such as Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Benefits at HCLTech include:

Industry-benchmarked compensation

Best-in-class healthcare benefits

Personal time off

Maternity and paternity benefits

Access to skills/higher education programs/resources

Discounts on products and services via Benefit Box

Participation in CSR programs

Opportunities for career growth and advancement Please note that the benefits listed above may vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all. As a Support Lead specializing in Database Support at HCLTech in Chennai, Tamil Nadu, your role is crucial in enhancing customer satisfaction by executing continuous improvement initiatives and providing expert technical assistance. You will lead efforts in troubleshooting complex issues, conducting root cause analyses, and implementing preventive measures to enhance the overall support process. Additionally, you will play a pivotal role in mentoring team members, ensuring high-quality service delivery, and operational excellence. Key Responsibilities:

Troubleshoot and resolve critical and complex support tickets using product support methodologies, ensuring timely and effective solutions for customer issues. - Conduct hands-on root cause analysis for critical faults, documenting findings, and recommending actionable solutions to prevent recurrence. - Implement preventive measures and best practices to minimize future defects and enhance system reliability and performance. - Provide technical guidance and assistance to team members in resolving customer issues, fostering a collaborative environment for knowledge sharing. - Execute continuous improvement activities by analyzing support processes, identifying areas for enhancement, and implementing strategies to improve team performance and customer satisfaction. Skill Requirements:

Strong understanding of product support processes and methodologies. - Proficient in troubleshooting and resolving technical issues across various product lines. - Solid analytical skills for conducting root cause analysis and identifying improvement opportunities. - Excellent communication and interpersonal skills for effective collaboration with team members and customers. - Familiarity with support ticketing systems and customer relationship management tools. Other Requirements:

ITIL Foundation certification is optional but valuable for this role. - Certificat